As a Customer Experience Manager you will lead and oversee the daily operations of the department, collaborating alongside a team of experts ensuring exceptional service. You will be responsible for improving operational efficiency, leveraging customer feedback to identify and communicate cross-functional opportunities, and ensuring we consistently deliver above and beyond customer service for our ecomm, retail, and wholesale customers. This role is great for someone with the highest level of service expectations, optimistic and collaborative leadership style, and that is solution oriented. This role reports into the Senior Director of Customer Experience and Retail and is based in our Winter Park studio.
What You'll Do
Manage the day-to-day workflow of Customer Experience team, including task assignment, task prioritization, metrics tracking and reporting, and ensuring that all customers experience timely, high quality resolutions
Oversee and optimize systems to support robust reporting of customer feedback, partnering cross-functionally to ensure all teams have access to relevant data
Effectively manage team and individual performance through delivering feedback, coaching and support to Customer Experience team
Engage with customers across all social media platforms using Sprout Social
Lead experience with Third-Party vendors regarding customer orders and/or issues
Identify and resolve missed opportunities to better serve the customer and present solutions to mitigate bad experiences from reoccurring
Encompass the Rifle Paper Co. attributes and values, becoming an ambassador of the brand and its products
Partner with the Fulfillment Department to continually enhance the customer experience as it relates to their operation
Identify customer feedback trends in real time and effectively communicate feedback and reporting to cross-functional partners
Identify and execute strategies to improve our service, streamline processes, and better serve our customers
Contribute to weekly team meetings by discussing previous week’s sales, customer experiences, product issues, and establish new steps and processes to take care of customers as needed
Utilize software tools such as Zendesk, SAP Business One, ShipStation, Shopify and online payment processors on a regular basis to provide outstanding customer service for orders placed, refunds and/or exchanges issued, and other various customer service needs
What You Have
6+ years in a customer experience related position
Experience leading customer service for multi channels, ecomm is a must
Proven track record of delivering exceptional customer service
3+ years leading a customer experience team
Experience with Zendesk and SAP Business One
Embracing a frequently changing environment
Excellent verbal and written communication
Comfortable working in a Mac and PC environment simultaneously
Must be organized and proactive, able to problem solve quickly
Extremely detail oriented but also able to multitask under pressure
Ability to communicate in the Rifle Paper Co. voice
Thoughtful, and supportive manager who can effectively motivate a team
Experience with Microsoft Word and Excel a plus
About Rifle Paper Co.
Rifle Paper Co. is a growing lifestyle brand that creates moments of beauty in the real world through thoughtfully designed products. Founded in 2009 by married couple Anna and Nathan Bond, our team has expanded to more than 150 employees across our Florida and New York offices. Our stationery, home decor, and accessories can be found at riflepaperco.com, Anthropologie, Paper Source, and in thousands of locations all over the world.